Ransomware Recovery Error Reference

License editions: To understand the applicable license editions, see Plans & Pricing.

List of common issues in Ransomware Recovery and their workarounds.

This topic lists the errors that you may encounter while working with Ransomware Recovery, along with the reason and resolution for each.

Error Message: Resource not found

Error Description: The resource was deleted from Druva inSync or Druva Phoenix.

Error Resolution: No action required. The snapshots of the resource will be auto-deleted when the next backup cycle is triggered.

Error Message: Could not find a Quarantine Range

Error Description: The resource was deleted from Druva inSync or Druva Phoenix. Another administrator has deleted the quarantine range.

Error Resolution: No action required.

Error Message: Druva Cyber Resiliency service is down

Error Description: The Cyber Resiliency service failed to send a response for the initiated action.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Druva Cyber Resiliency service error

Error Description: There was a connection error while connecting to the Cyber Resiliency services in Druva Cloud.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Invalid date format

Error Description: A date either in the FromDate column or ToDate column in the CSV does not meet the requirement.

Error Resolution: All the dates in the CSV should be in the following format: DD-MM-YYYY . Refer to the sample CSV for more details.

Error Message: End Date should be greater than Start Date

Error Description: The date that you have selected for the quarantining to stop is before the date selected when inSync starts quarantining the snapshots.

Error Resolution: Change the End Date.

Error Message: Start Date should be greater than feature release date

Error Description: The Start Date is before the resource before the feature was released by Druva.

Error Resolution: For Endpoints, ensure that the Start Date is after 19 October, 2019. For Severs, ensure that the Start Date is after 6 January, 2020.

Error Message: Overlapping Ranges

Error Description: The date range that you have selected is coinciding with another quarantine range for the same resource.

Error Resolution: Choose a different date or edit the existing quarantine date range.

Error Message: Invalid date range, from date is after to date

Error Description: A date in the FromDate column is after the ToDate that is mentioned for that resource.

Error Resolution: Verify the dates in the CSV and upload the CSV again.

Error Message: From date should not be greater than today

Error Description: A date in the FromDate column in the CSV is in the future.

Error Resolution: All dates in the FromDate column should be the same day when the CSV is being uploaded or a date before the upload date. Verify the dates in the CSV and upload the CSV again.

Error Message: To date should not be greater than today

Error Description: A date in the ToDate column in the CSV is in the future.

Error Resolution: If you want to quarantine all snapshots of the resource starting today, leave the ToDate field blank.

Error Message: Failed to delete the selected restore point as the storage migration is in progress

Error Description: The restore point that you have selected cannot be deleted because its storage migration is not complete.

Error Resolution: Try again after some time as the storage migration will complete by then.

Error Message: First backup is pending

Error Description: The first backup of the resource has not yet been initiated.

Error Resolution: Trigger the backup of the resource manually.

Error Message: Cannot delete snapshot. User is put on legal hold

Error Description: If the user is a part of a Legal Hold policy, the snapshot deletion fails as data preservation is an important part of Legal Hold.

Error Resolution: Remove the user from all the Legal Hold policies and try again.

Error Message: Cannot delete snapshot. Indexing is going on

Error Description: After the backup completes, the data is indexed so that it is easily searchable.

Error Resolution: Try again after some time as the indexing activity will be complete by then.

Error Message: Cannot delete snapshot. Deletion of latest clean snapshot is not allowed

Error Description: The last clean snapshot contains the most recent version of the data before the resource was corrupted. This snapshot is used to restore data back to the same resource or a different resource of the same type.

Error Resolution: Remove the snapshot from the list of snapshots that you want to delete.

Error Message: User migration in progress, restore points can not be deleted

Error Description: An inSync administrator has initiated the data migration of this user's data from one storage to another. You cannot delete snapshots until the migration activity completes.

Error Resolution: Try again after some time.

Error Message: Failed to process data for Curated Snapshot

Error Description: An internal error occurred while processing files and folders for Curated Snapshot.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to create Curated Snapshot

Error Description: An internal error occurred at the very initial stages of Curated Snapshot creation.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to lock Curated Snapshot data

Error Description: All the files and folders that are a part of Curated Snapshot are locked for deletion until the Curated Snapshot gets expired or is deleted. An internal error occurred while locking the Curated Snapshot files and folders.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to add files/folders to Curated Snapshot

Error Description: An internal error occurred while adding files/folders to Curated Snapshot.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to generate Curated Snapshot

Error Description: After processing the files and folders, these are then encapsulated to generate a Curated Snapshot. An internal error occurred during encapsulation.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Active Curated Snapshot already exists

Error Description: Creation of more than one active Curated Snapshot is not permitted.

Error Resolution: Either delete the existing active Curated Snapshot or select the Overwrite the existing active Curated Snapshot checkbox.

Error Message: Curated Snapshot replaced

Error Description: A new Curated Snapshot was created to overwrite the existing one which is now expired.

Error Resolution: No action required.

Error Message: Curated Snapshot creation failed after multiple attempts

Error Description: The Cyber Resiliency service failed to send a response for the initiated action.

OR

There was a connection error while connecting to the Cyber Resiliency services in Druva Cloud.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Curated Snapshot creation failed as restore is in progress for selected device

Error Description: You cannot create a Curated Snapshot if restore is in progress for the selected device.

Error Resolution: Allow the restore to complete and try again.

Error Message: Curated Snapshot creation failed due to some internal error

Error Description: The Cyber Resiliency service failed to send a response for the initiated action.

OR

There was a connection error while connecting to the Cyber Resiliency services in Druva Cloud.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: No snapshots created

Error Description: You must have at least one successful backup completed to create a quarantine range on the resource.

Error Resolution: Complete one successful backup to create a quarantine range on the resource.

Error Message: No data within the snapshot, cannot create Curated Snapshot

Error Description: You cannot create a Curated Snapshot if the snapshot is empty. You must have at least one file or folder to create a Curated Snapshot.

Error Resolution: Ensure that there is some data (at least one file or folder) before you initiate Curated Snapshot creation for a resource.

Error Message: Report processing session timed out

Error Description: An internal error occurred while processing the Restore Scan report.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Target Virtual Machine scan session timed out

Error Description: An internal error occurred during Restore Scan processing on the target virtual machine.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to create scan report in zip format

Error Description: An internal error occurred while creating a Restore File Scan report in zip format.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Minimum required resources unavailable on target VM

Error Description: The configured target VM does not have sufficient resources available. Resources such as the number of CPU's, storage memory, and so on.

Error Resolution: Ensure that the required resources such as CPU's and storage memory meets the minimum requirement on the target VM.

Error Message: Failed to execute Restore file scan on target virtual machine

Error Description: An internal error occurred while executing Restore File Scan on the target virtual machine.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to initiate Restore file scan due to session timeout

Error Description: An internal error occurred while initiating Restore File Scan.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Failed to detect file scan job progress

Error Description: An internal error occurred while initiating Restore File Scan.

Error Resolution: Try after some time. If the error persists, contact Support.

Error Message: Scan job failed as the anti-virus scan process was interrupted

Error Description: The anti-virus scan process was interrupted because of an internal error.

📝 Note
​In case of scan job failure with the Delete Malicious Files setting already selected, some malicious file(s) will get deleted as part of the scan.

Error Resolution: Try after some time or use a different restore point.